Crowngold Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

I asked them to exclude me from gambling.

They kept 16/21 withdrawals and I begged them on April 5th, 2025 via the only advertised email address to exclude me, having used that sight from their wrebsite.

I was provided a bonus soon after and no one EVER stopped me gambling.

I don't blame them for my disease, but this guarentees they have a bot support system. EVERY encounter is the same. Letting me gamble for a month and I asked them to exclude me, here is email.

Dear Simcity42,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Crowngold Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you noticed gambling becoming difficult to manage, possibly indicating a concern?
• Have you explored the use of other responsible gaming tools to manage your gambling activities (deposit, wagering, loss limits...)?
• Have you had any further communication with the casino concerning this issue? Could you please forward it to my email [email protected]?

In the interim, I recommend reviewing additional resources and information within our responsible gambling guide, which can be found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Dear Simcity42,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Katarina,

The casino is run by bots. I wanted to withdraw money and they still - 6 wks later - havent approved my selfie and ID. Many cases like this.

I try and contact support at https://www.crowngold1.com/en-AU/support

I write them a follow-up and within 15 seconds I get an email asking if the request is still relevant.

Yes, my request I made 12 seconds ago is relevant. This is the first hoop. The second is waiting for hours. They're bots.

Dear Simcity42,

thank you for your message.

• How long have you been a player at this casino, please?
• Do I understand correctly that prior to your self exclusion you wish to withdraw your funds, please?
• Are you able to request a withdrawal without the completed KYC verification?

Looking forward to your reply.

Katarina

There’s no funds to withdraw.

They sent me a WhatsApp Saturday telling me I have free $100 credit.

in fact, my seperate issue (which I desperately want to lodge) is the casino won’t approve basic ID, ID selfie photo or accept virtual credit cards like zippay despite accepting the funds and having no T&C to say this is an issue.

Also see April 25th: "how do I close account?" To t my VIP Host. Free credit and she ask to change my mind- then upon no response, sends more credit.

host info

+371 23 206 007 (Eva)

Dear Simcity42,

thank you for your messages.

According to their website, self exclusion is possible via email.

Could you please send the an account closure request via [email protected]? Please include me in any emails regarding this matter [email protected].

Looking forward to your reply,

Katarina

I did exactly that exactly 60 days ago

Delivery has failed to these recipients or groups:

[email protected]

Your message couldn't be delivered. Try to send it again later. If the problem continues, please contact your email admin.

Dear Simcity42,

thank you for your message.

Could you please share the self exclusion email here in the thread? Please do not worry about the privacy, I will make sure to keep it private.

Could you please clarify whether you are requesting a temporary suspension of your account or a permanent closure due to concerns regarding problem gambling?

Looking forward to your reply,

Katarina

Dear Simcity42,

thank you for your message.

I’m sorry to hear that you feel this way. I want to assure you that our goal is always to objectively resolve complaints and provide a fair mediation between players and casinos. Our team is dedicated to thoroughly investigating each case by gathering all relevant information from both parties. This helps us ensure that we can make informed and impartial decisions. We understand how frustrating these situations can be, and we are committed to assisting you to the best of our abilities. It is important to note that we are an independent entity. We aim to foster collaboration between casinos and players, which distinguishes us from being an agent of any specific casino.

Regarding your self-exclusion request, we acknowledge that you previously requested account closure for a specific duration. However, as your request did not explicitly mention a gambling problem, the casino did not fully recognize the urgency and potential seriousness of the situation. We regret any distress this may have caused. Please understand that as a business, the casino aims to retain customers, and account closure requests may be met with attempts to persuade customers to remain. This practice is common in revenue-dependent businesses.

However, if you feel that gambling is getting our of your hands, I can definitely help you to self exclude successfully. Please let me know, how you wish to proceed.

Looking forward to your reply.

Katarina

Dear Simcity42,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru